Joel.Pomales

Joel Pomales is an ITSM senior consultant and Service Management Lead. He has more than 10 years of experience in the field. He is passionate about his work, the ITSM industry and the inspiring conversations that occur in the community.

Joel believes that, at its core, ITSM is about continually changing and improving behavior and attitudes to achieve a common business goal. While there are many process frameworks, standards and tools out there to accomplish that, he says it's people who ultimately enable change. That's a common thread that he has seen in his work, and he likes to speak about that subject and help people with it.

There's a place for everything, and Joel doesn't believe in one thing over something else. He believes in using what's best to enable business outcomes.

Joel has a lot of fun doing what he does, and he likes to share that with people.

The opinions expressed in this blog are those of Joel Pomales and do not necessarily represent those of IDG Communications Inc. or its parent, subsidiary or affiliated companies.

Articles by Joel.Pomales

DevOps? I can’t even open the wrapper!
Thinking ITSM

DevOps? I can’t even open the wrapper!

Many organizations have failed – or are failing – to deliver value through their services because they can’t “unwrap the soap.”
January 22, 2019
Having a go at ITIL’s flow
Thinking ITSM

Having a go at ITIL’s flow

Many IT shops don’t quite follow ITIL's proposed lifecycle flow. They “live” mostly in operations, and transition is performed poorly. But what would happen if we looked at ITIL's flow from another perspective?
June 19, 2017
ITSM’s MVP
Thinking ITSM

ITSM’s MVP

To achieve an MVP (minimum viable product) state for IT service management (ITSM), focus on the services that directly provide value to your customers and execute on the requirements found in the ISO/IEC 20000 standard.
April 27, 2017
A process with just one page?
Thinking ITSM

A process with just one page?

In which I think about focusing away from boring process documents into action...
March 2, 2017
The silver bullet for ITSM success
Thinking ITSM

The silver bullet for ITSM success

These days, we have a wide range of IT Service Management frameworks and standards, all designed to help people solve business problems and help IT deliver value. But none of them will work if an essential element is missing. That element is management commitment.
February 17, 2017
Accidental ITIL and DevOps
Thinking ITSM

Accidental ITIL and DevOps

Or, how I discovered that we DevOps'd an ITIL service desk and didn’t even know it.
December 9, 2016
Thinking ITSM

The value of identifying the ‘failure stream’

Much has been said about understanding the value stream of a process. But have you stopped to consider the failure stream? This is Part 1 of a two-part series on how to use the value stream to better understand and enhance your understanding of the processes that support your IT services.
September 8, 2016
Stop hurting your IT operations
Thinking ITSM

Stop hurting your IT operations

Many times, we hurt our IT operations unintentionally by not performing various activities that are essential to the delivery of an IT service.
May 24, 2016